Customer Experience Representative - ICS

J.B. Hunt; Akron (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefit

Dental benefit

Vision benefit

401(k) retirement plan

Life insurance

Short-term disability

Long-term disability

Paid time off

Job summary

J.B. Hunt is seeking a Customer Experience Representative - ICS in Akron, OH. This full-time role focuses on executing freight orders, delivering an exceptional customer experience, and maintaining strong customer relationships to maximize business potential.

The role emphasizes accurate load status updates, on-time delivery, and effective communication with customers and internal teams to resolve issues and optimize transit times.

Qualifications

• High School Diploma/GED with up to 1–2 years of Customer Service or Sales experience OR Bachelor's Degree.
• Ability to effectively transmit, receive, and interpret ideas through various mediums.
• Ability to adjust to new or changing assignments and processes.
• Ability to maintain composure under pressure and manage multiple priorities.
• Sales-focused mindset and commitment to excellent service.

Responsibilities

• Promote positive customer relationships by engaging regularly and providing solutions to meet needs and goals.
• Monitor on-time delivery, damage-free services, and accurate billing.
• Proactively communicate with internal and external customers to resolve issues.
• Schedule pick-up and delivery appointments to optimize transit time.
• Enter customer orders into the order management system and provide information to operations.
• Obtain approval for accessorial charges and spot rates for assigned customers.
• Serve as a point of contact for load updates and capacity availability.

Skills

Customer service

Sales oriented

Communication

Multitasking

Professionalism

Adaptability

Education

Bachelor's degree in Business Administration/Management

Bachelor's degree in Transportation Logistics

GED

High School diploma

Job description

Job Title:Customer Experience Representative - ICSDepartment:Customer Service & Contact Center OperationsCountry:United States of AmericaState/Province:OhioCity:AkronFull/Part Time:Full timeJob Summary:Under routine supervision, the incumbent is responsible for the execution of customer freight orders to meet volume goals and deliver an exceptional customer experience. This position will exemplify a customer-centric spirit to develop and maintain excellent customer relationships as well as maximize business potential.Job Description:Key Responsibilities:Promote positive customer relationships by engaging regularly and providing solutions to meet their needs and goals to maximize freight potential and growthMonitor and support on-time delivery, damage-free services, and accurate billingProactively communicate with and respond to internal and external customers who request information by checking load status and/or resolving problems to achieve customer satisfaction and minimize service failuresSchedule pick-up and delivery appointments with an emphasis on optimizing transit time and meeting customer expectationsEnter customer orders into the order management system to track loads and provide necessary information to operations teamsObtain and document approval for accessorial charges and spot rates for assigned customersServe as a point of contact for customers regarding load updates and capacity availabilityQualifications:Minimum Qualifications: High School Diploma/GED with up to 1-2 years of Customer Service or Sales experience OR Bachelor's DegreePreferred Qualifications: Ability to effectively transmit, receive, and accurately interpret ideas through various mediumsAbility to adjust to new or changing assignments and processesAbility to maintain composure under pressureAbility to manage multiple prioritiesAbility to maintain professionalism while dealing with difficult individualsSales focusedAbility to meet or exceed customer needs and expectations to provide excellent serviceEmbody a customer-centric mindsetThis position is not eligible for employment-based sponsorship.Compensation:Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company’s bonus and incentive plans, as applicable and in effect from time to time.Benefits:The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.Education:Bachelors: Business Administration/Management, Bachelors: Transportation Logistics, GED (Required), High School (Required)Work Experience:Customer Service/Account Manager, SalesJob Opening ID:00635776 Customer Experience Representative - ICS (Open)“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.